As a research analyst, you are asked to help develop a customer satisfaction survey. What you did in the past week:

1) Briefing: You spoke to colleagues from different teams, who gave their input of what customer experience means to their job retail, marketing, training, product. The input includes their KPIs and strategies.

2) Qualitative Audit: You went to the POS (point-of-sales) yourself and did some observations, so as to go through the experience from a customers perspective. Now you have an idea of what may make them happy or unhappy.

The research manager (your boss) asked you to come up with

1. A customer journey (max. 20 words) in a flow chart / funnel format
2. Under each stage of the journey, all the attributes ^[2] that may need to be measured (max. 750 words)
3. Before sending the above to your boss, you also attach some initial suggestions ^[3] in terms of research design (eg. methodology, questionnaire, sampling or scaling design. Please state briefly the reasons behind your suggestions (ie. among other options). You may have some queries, too, please also write down the questions you want to ask your boss. (max.750 words)

Important notes:

[1] Customer experience you can either recall a real retail experience you went through, or a hypothetical (but typical) one you can think of. Please choose one from the following:

1. Karaoke
2. Restaurant (excluding self-service fast-food)
3. Beauty store

[2] Part (b): include as many attributes by stage as possible, the attributes may not be all included in the questionnaire. This part refers to the output of briefing and audit.

[3] Part (c): initial suggestions: a full proposal or a full questionnaire are NOT a must, although the analyst wants to demonstrate, as much as s/he can, his/her understanding of customer satisfaction research design.